Alida

JULY 11, 2017

Customer experience is middling at best, and that’s troubling for brands. Forrester’s 2017 Global Customer Experience Trends report found the vast majority of firms in digital and traditional retail, banking and insurance around the world only earned the research firm’s Customer Experience Index (CX Index) score in the “OK” range.

Customer Experience 183

Customer Experience Effort Score Omni-Channel Retail 183

GetFeedback

AUGUST 15, 2018

It’s no surprise that successful brands are built on the positive relationships they create with their customers. After all, modern consumers want more than just a product —they want a personalized experience that addresses their unique needs and expectations. And nowhere is this better reflected than the field of customer support.

Omni-Channel 150

Omni-Channel Effort Score Customer Satisfaction Measurement 150

Uniphore

NOVEMBER 2, 2021

Today, the most successful businesses are the ones that have the best and most effective conversations with their customers, partners and employees. 3 And it only takes one bad conversation with a customer going viral to reach thousands of existing and potential new customers. Where customer engagement happens.

Omni-Channel 100

Omni-Channel Video Contact Center Sales 100

Win the Customer

DECEMBER 15, 2015

According to research by Gartner, 89 percent of executives are betting on customer experience as their primary mode of competition before the end of 2016. We want our personalized customer service to encompass a wide variety of platforms from social media to mobile while still being easy to use with lightning-fast responses.

Omni-Channel 52

Omni-Channel Virtual Call Center Customer Experience Self Service 52

ShepHyken

NOVEMBER 14, 2016

Each week I read a number of customer service articles from various online resources. ROI’s on the Prize: Twitter Links Social Customer Care and Willingness to Pay by Lia Winograd. When a customer tweets to a company and receives a response, the customer is willing to spend 3-20% more. They want channel guidance.

Omni-Channel 48

Omni-Channel Customer Service Trends Contact Center 48

Natalie Petouhof

SEPTEMBER 22, 2016

But if they are doing all that, why do customer still report, in large part, that their experience of most brands is not up to snuff? What I discovered is that there are two groups of people that think about customer / digital experience, but in very different ways. So how could that be?

Omni-Channel 40

Omni-Channel Customer Experience Customer Experience Professionals Social Media 40

Inbenta

NOVEMBER 29, 2022

More than ever before, customers expect a near-immediate response to their questions and queries. So much so that many customers will now expect to encounter a chatbot, with a staggering 80% of people have interacted with one at some point. Which chatbot features will give your customers the best experience?

Chatbots 90

Chatbots Customer Experience Multi-Channel Omni-Channel 90

Storyminers

MAY 16, 2016

[Originally published on APADMI Apr 20, 2016 – Advice & Guides, Blog as:]. our research has revealed that not all retailers are using each channel to full effect and mobile apps are not up to scratch or consistent with the experience shoppers may have on the retailer’s website or in-store. Adam Gore on LinkedIn.

Retail 113

Retail Omni-Channel Ecommerce Multi-Channel 113

BlueOcean

FEBRUARY 14, 2018

Remember when social media was the young upstart of the customer care channels and voice was still king? Way back in the good old days of the early 2010s… It seems like a lifetime ago that we were asking ourselves how to handle customers in such a public forum. And asking who really owned the channel anyway – was it marketing?

Omni-Channel 149

Omni-Channel Social Media Contact Center Self Service 149

Martin Hill-Wilson

JANUARY 29, 2016

Its range of application is impressive – 100% compliance management, advisor dashboards for self development, a key input to Voice of the Customer initiatives and customer journey mapping. Smartphone addicted customers increasingly use their ‘third hand’ for all engagement touch points including customer service.

Omni-Channel 40

Omni-Channel Roadmap Self Service Customer Journeys 40

Lumoa

JUNE 23, 2021

Did you know that American businesses risk losing a whopping $494 billion in revenue from poor customer care? In the age of smartphones, where support is only a click away, consumers have massive expectations when it comes to customer service.

Trends 208

Trends Self Service Contact Center Omni-Channel 208

CX Journey

APRIL 21, 2016

Image courtesy of Juju Insipired What customer experience challenges are you facing this year? Even though 2016 is already a third of the way over, I thought it would be interesting to share some findings about key customer experience challenges that have been identified for this year. Yea, I didn't think so.

Omni-Channel 80

Omni-Channel ROI Culture Trends 80

Calabrio

JUNE 9, 2016

At Calabrio, we like to stay ahead of the curve so we can meet our customers where they want to be tomorrow, instead of where they were yesterday. One of the places I look for trends is in the 2016 Dimension Data Global Contact Centre Benchmarking Report , the most extensive global contact center survey in the industry.

Contact Center 100

Contact Center Report Banking eBook 100

John Paul

JULY 17, 2018

July 17 th , 2018 – Hong Kong – John Paul, the number one worldwide loyalty solutions service that was acquired by AccorHotels in 2016, is fast expanding in Asia Pacific (APAC). As we develop our APAC client base and grow , recruiting people with a passion for service and a customer focused mindset is key.

Omni-Channel 40

Omni-Channel Leadership Self Service Automotive 40

Joe Rawlinson

JUNE 1, 2016

As Internet speeds increase and technology becomes more sophisticated, customer expectations of companies’ online performances have also risen. corporate executives said their customers’ service expectations were higher than three years ago, while 35 percent said they were much higher. Omni-Channel Support Options.

Omni-Channel 60

Omni-Channel Customer Expectations Meeting Multi-Channel 60

ShepHyken

DECEMBER 12, 2016

Each week I read a number of customer service articles from various online resources. They help businesses take essential decisions and optimize their strategy and workflows, but how do you know if an artificial intelligence platform can h elp you build a more engaging, personal connection with customers – and improve your metrics?

Omni-Channel 48

Omni-Channel Social Media Customer Service Contact Center 48

Joe Rawlinson

MAY 31, 2017

Take a look at your most loyal customers. Forbes reports that most businesses find 20 percent of their most loyal customers actually make up 80 percent of their sales. Studies also back up the idea that retaining customers can positively impact your bottom line. But which customer retention strategies actually work?

Customer Retention 98

Customer Retention Omni-Channel Strategy CRM 98

Vonage

DECEMBER 7, 2015

For most travelers, there are three options: wait in line at the airline’s ticket desk, dial the airline’s customer service line, or seethe quietly at the airport bar. Today’s service providers understand their customers’ evolving demands for seamless, more personalized service via their channel of choice.

Omni-Channel 120

Omni-Channel Trends Self Service Travel 120

Calabrio

FEBRUARY 24, 2016

Last month, Adobe Marketing VP, John Travis, shared insights from Adobe’s 2016 Digital Trends report, including which opportunities businesses are most excited about this year. Customer Experience. “In Why are your customers contacting you? The number one response? In 2014, it emerged as a top priority for marketers.

Customer Experience 100

Customer Experience Contact Center Omni-Channel Analytics 100

ShepHyken

JULY 25, 2016

Each week I read a number of customer service articles from various online resources. The omni-channel strategy for customer service part 1: email by Heerd. My Comment: Email is still a viable way to communicate with customers. An Amazing Experience: Personalize your CX Today! Who wants customer churn?

Omni-Channel 48

Omni-Channel Customer Service B2C eBook 48

Esteban Kolsky

OCTOBER 21, 2015

And getting your speaker submissions done for conferences in 2016. And because we changed the dates for the Customer Service Experience conference next year to May 23-26 (and the city to DC instead of New York City) we are calling for speakers to summit ther ideas now. Multi-channel. Omni-channel.

Omni-Channel 60

Omni-Channel Customer Service Multi-Channel Conference 60

Comm100

NOVEMBER 29, 2021

The customer service landscape is forever changing as technologies and consumer expectations develop, but 2021 has seen a shift of proportions that we have arguably never experienced. Organizations relying on call center support were forced to transition to digital channels during lockdowns. Live chat is at the core of this movement.

Trends 214

Trends Customer Service Chatbots Omni-Channel 214

Natalie Petouhof

FEBRUARY 21, 2016

Are you using IoT to create great, new customer experiences. Has the move to the cloud made your customer service more agile and the customer’s experience much better? IoT and creating awesome Customer Experiences. IoT and creating awesome Customer Service (Field Service).

Omni-Channel 40

Omni-Channel Customer Experience Customer Service Innovation 40

NICE inContact

FEBRUARY 29, 2016

As I talk to many new customers about why they are moving to the cloud, I’m seeing several trends that demonstrate how we’re helping companies achieve their goals. The top reasons we see many companies adopting the cloud : Achieving both customer experience and business goals. Driving new business models.

Contact Center 120

Contact Center Omni-Channel e-support Social Media 120

CSM Magazine

JUNE 20, 2016

The trends and challenges impacting contact centre people, processes and technology, illustrated with case studies and in-depth Interviews with customer service leaders. We have come a long way within the customer service industry since Automatic Call Distributor (ACD) technology in the 1960s.

Omni-Channel 40

Omni-Channel Exceptional Customer Service Self Service Customer Service 40

OpinionLab

AUGUST 23, 2016

Here were some of the main topics being discussed: Theme 1: Omnichannel, omnichannel, omnichannel. We recently published a Strategy Guide highlighting comprehensive omnichannel data and trends. That omnichannel is a big deal and a lot of retailers are treating this as their number one CX focus right now.

Customer Journeys 60

Customer Journeys Apparel Omni-Channel Retail 60

Bold360

MARCH 9, 2017

As Forrester posited, we are in the Age of the Customer, and in this era of immediacy and availability, offering digital self-service is a requirement for any company hoping to provide high-level service for consumers. Human-like Interactions for True Connection with your Customers Where They’re Comfortable.

Omni-Channel 65

Omni-Channel Self Service Consumers Connections 65

Storyminers

JANUARY 24, 2017

Customer experience expert Mike Wittenstein sheds light on enhanced customer expectations, AI innovation, and more. 2017 will be a year defined by how well companies continue to adapt to customer expectations—like the ability to get good service at any time of the day, via any device. to serve customers better).

Contact Center 133

Contact Center Omni-Channel Brands Hospitality 133

COPC

JANUARY 6, 2017

have published an executive summary of the survey results for the 2016 Corporate Edition of the Customer Experience Management Benchmark (CXMB) Series. The CXMB survey focused on where brands stand as they transition from multichannel to omnichannel support for their customers. Execs In The Know and COPC Inc.

Survey 40

Survey Omni-Channel Customer Experience Management Groups 40

Comm100

NOVEMBER 29, 2021

The customer service landscape is forever changing as technologies and consumer expectations develop, but 2021 has seen a shift of proportions that we have arguably never experienced. Organizations relying on call center support were forced to transition to digital channels during lockdowns. Live chat is at the core of this movement.

Trends 159

Trends Customer Service Chatbots Omni-Channel 159

NobelBiz

JUNE 29, 2021

The customer experience is critical to every company’s long-term viability. This customer journey’s enhancement is a work in progress. Outsourcing is the greatest option, allowing companies to focus their approach on their customers. It is critical to have an optimized and tailored client journey for this to be positive.

Customer Journeys 52

Customer Journeys Customer Experience Contact Center Omni-Channel 52

Clarabridge

DECEMBER 21, 2016

We have been busy in 2016, making sure Clarabridge CEM solutions fit our customers’ needs. The Clarabridge CX Suite is the full collection of customer experience management (CEM) solutions offered by Clarabridge. We focus on omni-channel listening and analysis. Here’s our new CX Survey page.

CEM 40

CEM Omni-Channel Social Media Analytics 40

Clarabridge

DECEMBER 21, 2016

We have been busy in 2016, making sure Clarabridge CEM solutions fit our customers’ needs. The Clarabridge CX Suite is the full collection of customer experience management (CEM) solutions offered by Clarabridge. We focus on omni-channel listening and analysis. Here’s our new CX Survey page.

CEM 40

CEM Omni-Channel Social Media Analytics 40

Talkdesk

MAY 17, 2016

Opentalk 2016 is upon us. The Talkdesk team will be spending the day at The Village in San Francisco talking to forward-thinking business leaders and learning more about the future of the customer experience. That means you’ve missed the mingling, the refreshments and the attendee experience. Product Announcements.

Social Media 40

Social Media Omni-Channel Conference Call Center 40

Eptica

JULY 20, 2016

Date: Wednesday, July 20, 2016 What do millennials expect from customer service? Published on: July 20, 2016. Author: Guest author: Chloe Hacquard We hear a lot about the impact of millennials on customer service, and how they are driving change in customer service. Two strikes.

Omni-Channel 48

Omni-Channel Self Service Customer Service Social Media 48

Forcivity Salesforce

APRIL 1, 2022

Customer experience management in financial services is becoming more and more critical to success for the industry. Changing customer expectations and evolving government regulations have triggered a period of transformation for financial service providers. How Fintech can improve the customer experience.

Financial 52

Financial Self Service Customer Experience Multi-Channel 52

ShepHyken

MARCH 10, 2017

This week on our Friends on Friday guest blog post my colleague, Steven Macdonald, shares the results of a study examining how companies around the world respond to customer service requests. The results from the study revealed an alarming picture of how companies ignore some of the most fundamental best practices in customer service.

Omni-Channel 88

Omni-Channel Customer Service Study Social Media 88